IT Service Desk Analyst

Our University

Ravensbourne University London is an innovative, industry-focused university located at the heart of London’s newest creative community on the Greenwich Peninsula. We're champions of creativity and collaboration, dedicated to giving our learners the specialist skills and opportunities they need for outstanding careers in digital media and design.

The Role

At Ravensbourne we are looking for Service Desk Analyst  to join our IT Service Desk, the central point of contact for IT queries from academics, students and staff. Our Service Desk sets the standards for customer engagement, playing a key customer advocacy role, developing and delivering services that support customer needs and inform IT Services objectives

The team are customer champions, offering specialist advice and support on IT-related issues while providing customers with the best possible service and conveying a sincere willingness to help. 

Service Desk Analysts  are responsible for the effective delivery of a customer-focused, professional IT support service, they work effectively as part of a team, supported by the other members of the Service Desk  and IT Services.

Our analysts take ownership of incidents, requests, and collaborate with colleagues within IT Services and beyond to deliver the appropriate and timely solutions.

This is a fast-paced and varied role, which requires excellent communication and customer service skills as well as a broad range of IT knowledge.

If you are  an experienced support professional who is self-motivated and adaptable join our team.

This role supports staff and students during the evening teaching period until 20:00.

You  will be required to work either of the two following shift patterns :

Monday – Thursday 12:00 – 20:00, 

Friday which can be worked either 12:00 – 20:00 or 09:00-1700

Alternatively we can offer a compressed hours option of Monday – Thursday 10:15 – 20:00

The candidate

You have experience in delivering and supporting  IT services in a mixed Windows & Apple Mac environment.   

You have an understanding of the operation, support and development of IT technology.  

Experience of working in an educational environment would be advantageous to this role although this is not essential.

Key Responsibilities

• Provide 1st & 2nd line support of Windows and Mac devices for both staff and students.
• Manage the client environment with centralised tools (AD/Entra and Intune)
• Desktop and Enterprise application management - Install, Configure, Licence, Secure, upgrade and support. Renewal and procurement of software.
• Office 365 Systems Administration – Management of operational administration activities including provisioning and configuration.
• Device Support – Working with suppliers and vendors to support specialised hardware (Laptop Lockers, IOT Devices, Digital Signage displays). Asset management of end user devices.
• Creation of end user and system administrator documentation
• Providing training and guidance on the use of current and new technologies
• Operational Testing of technologies and products
• Conducting daily and weekly checks of key IT systems and  services

We particularly welcome applications from ethnic minority candidates as they are under-represented at this level in this area

Further details:

We welcome applicants from all backgrounds and communities, and in particular those that are currently under-represented in our workforce. This includes, but is not limited to, Black, Asian and Minority Ethnic candidates, candidates with disabilities, and female candidates.

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